Shipping & Delivery Policy

Last Updated: 30 August 2026

Thank you for choosing The Healthy Sugar Company by AES Private Limited.

This Shipping & Delivery Policy explains how we process, ship and deliver orders placed through thehealthysugarcompany.com.

By placing an order through our Website, you acknowledge and agree to the terms of this Shipping & Delivery Policy.

1. About Our Shipping

We aim to process and deliver your order safely and efficiently.

Orders placed through thehealthysugarcompany.com are shipped to the delivery address provided by the customer at the time of checkout.

We currently deliver products to serviceable locations within India, subject to courier availability and other delivery restrictions.

2. Order Processing

Orders are generally processed after successful confirmation of payment.

We aim to process and dispatch orders within 1–3 business days after the order is confirmed.

Orders may take longer to process during:

Weekends and public holidays
Sales and promotional periods
High-demand periods
Unforeseen operational circumstances
Events beyond our reasonable control

Once your order has been dispatched, you may receive shipping or tracking information through email, SMS, WhatsApp or another available communication method.

3. Delivery Time

After dispatch, delivery generally takes approximately 3–7 business days, depending on the delivery location and courier service.

Delivery timelines may vary depending on:

Delivery location
Courier service availability
Weather conditions
Public holidays
Transportation conditions
Remote or difficult-to-service locations
Operational or logistical issues
Unforeseen circumstances

The delivery time mentioned above is an estimated timeframe and is not a guaranteed delivery date.

4. Shipping Charges

Applicable shipping charges, if any, will be displayed during checkout before you complete your order.

Shipping charges may vary depending on factors such as:

Delivery location
Order value
Product quantity or weight
Promotional offers
Shipping service selected

Where free shipping is offered, the eligibility requirements will be displayed on the Website or during checkout.

5. Delivery Address

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please carefully check the following information before completing your purchase:

Full name
House/building number
Street/locality
City/town
District
State
PIN code
Mobile phone number

We are not responsible for delivery failures or delays resulting from incorrect, incomplete or inaccurate information provided by the customer.

If you realise that your delivery information is incorrect, please contact us as soon as possible at hello@thehealthysugarcompany.com.

We will try to assist with updating the address if the order has not yet been dispatched. Once the order has been shipped, changing the delivery address may not be possible.

6. Courier and Delivery Partners

We may use third-party courier and logistics companies to deliver orders.

The courier partner may contact you by phone, SMS or other communication methods regarding delivery.

Once an order has been handed over to the courier partner, delivery is subject to the courier’s operational processes, serviceability and delivery conditions.

We may provide relevant order and delivery information to the courier partner as necessary to complete the delivery.

7. Delivery Attempts

Our delivery partners may make multiple delivery attempts if the recipient is unavailable.

Customers should ensure that someone is available to receive the order at the provided delivery address.

If delivery cannot be completed because of:

Recipient unavailability
Incorrect or incomplete address
Incorrect phone number
Customer not responding to the courier
Refusal to accept the order
Repeated unsuccessful delivery attempts
Location being outside the courier’s serviceable area

the shipment may be returned to us.

8. Re-shipping of Returned Orders

If an order is returned to us because delivery could not be completed due to reasons attributable to the customer, re-shipping may be possible subject to availability.

Additional shipping charges may apply for re-shipping the order.

Customers may contact us at hello@thehealthysugarcompany.com to request re-shipping.

9. Tracking Your Order

Where tracking is available, we may provide the customer with a tracking number or tracking link after the order has been dispatched.

Customers can use the tracking information to check the status of their shipment.

Tracking information may take some time to become active after the shipment is handed over to the courier.

10. Delayed Delivery

We make reasonable efforts to ensure timely delivery. However, delays may occur due to circumstances beyond our reasonable control, including:

Severe weather
Floods or natural disasters
Transportation disruptions
Strikes or labour disruptions
Government restrictions
Public holidays
Courier operational issues
Incorrect delivery information
High order volumes
Technical or logistical issues
Other unforeseen circumstances

A delay in delivery does not automatically qualify an order for cancellation or refund.

If your order appears to be significantly delayed, please contact us so that we can assist in checking the shipment status with the courier.

11. Damaged Packages

If your package appears visibly damaged at the time of delivery, we recommend that you:

Take clear photographs or videos of the package before opening it.
If possible, record a video while opening the package.
Check the product and packaging for damage.
Contact us within 48 hours of delivery at hello@thehealthysugarcompany.com.
Provide your order number along with photographs/videos of the package and product.

We will review the issue and, where appropriate, arrange a replacement or refund in accordance with our Refund & Return Policy.

If the package is visibly damaged at the time of delivery, you may refuse delivery where reasonably possible.

12. Wrong Product Delivered

If you receive a product that is different from the product you ordered, please contact us within 48 hours of delivery.

Please provide:

Order number
Photograph of the product received
Photograph of the shipping label
Description of the issue

If the return is approved, the incorrectly delivered product must be sent by the customer to our registered office through a reliable courier service, in accordance with our Refund & Return Policy.

Return Address:

The Healthy Sugar Company by AES Private Limited
248/C, EDAKKUDIYIL BUILDING,
NEENDAPARA COLONY ROAD,
NERIAMANGALAM, ERNAKULAM,
Ernakulam, Kerala – 686693, India

13. Missing Items

If any product included in your order is missing from the delivered package, please contact us within 48 hours of delivery.

We may request photographs of:

The delivered package
Shipping label
Packaging
Products received

After verification, we may arrange to send the missing product or provide an applicable refund.

14. Delivery to Remote Locations

Delivery to remote, rural, island, restricted or otherwise difficult-to-service locations may take longer than the standard estimated delivery time.

If the courier partner does not service the address provided, we may contact you to request an alternative serviceable address.

15. Cash on Delivery

If Cash on Delivery (“COD”) is offered on the Website, its availability may depend on:

Delivery location
Order value
Product availability
Courier service
Other applicable conditions

COD availability and any applicable charges will be displayed during checkout.

We may restrict COD availability for certain locations or orders where necessary.

16. Order Cancellation After Dispatch

Once an order has been packed, dispatched or handed over to the courier, cancellation may no longer be possible.

If you no longer wish to receive a dispatched order, please contact us at hello@thehealthysugarcompany.com.

Any applicable refund or cancellation will be handled in accordance with our Refund & Return Policy and applicable law.

17. Contact Us Regarding Delivery

If you have questions regarding the status or delivery of your order, please contact us:

The Healthy Sugar Company by AES Private Limited

Email: hello@thehealthysugarcompany.com
Phone: +91 8089942985

Please keep your order number available when contacting us so that we can assist you more efficiently.

Registered Office:
248/C, EDAKKUDIYIL BUILDING,
NEENDAPARA COLONY ROAD,
NERIAMANGALAM, ERNAKULAM,
Ernakulam, Kerala – 686693, India

18. Changes to This Shipping & Delivery Policy

We may update this Shipping & Delivery Policy from time to time to reflect changes in our delivery processes, courier arrangements, Website or applicable laws.

Any changes will be published on this page with an updated “Last Updated” date.